Step 5 - Ticketing

Once you’ve prioritized your vulnerabilities and automated the busywork, such as triage and ownership assignments, there’s another step to operationalizing your VM program: sending the right work to the right people, in the right format.

For most security teams, this means integrating with ticketing tools like Jira, ServiceNow, or Azure DevOps to close the loop with DevOps, IT, and Engineering.

📬 What Ticketing in Nucleus Enables

Nucleus turns your remediation strategy into scalable execution without drowning your teams in noise.

You Can Automate:

🎟 Create Tickets: Based on any combination of filters (e.g., severity, exploitability, SLA status)
👥 Assign Ownership: Use asset metadata (e.g., tag, business unit, hostname pattern)
⏰ Track SLAs: Auto-update tickets when due dates change or items become overdue
🙈 Suppress Low-Risk Items: Avoid ticket fatigue by excluding findings below your risk threshold

✅ Result: High-fidelity, high-impact tickets that align with engineering priorities.

💡 Key Features That Power It

Feature	What It Does
External Ticketing Rules	Automatically create, update, and close tickets across tools like Jira, ServiceNow, Azure DevOps
Dynamic Fields	Populate ticket fields like project, priority, due date, or assignment using Nucleus metadata
Smart Filtering	Only create tickets when findings meet risk thresholds (e.g., `nucleus_exploited = true`, `risk_score >= 700`)
Auto-Close	Sync ticket status with Nucleus—close tickets automatically when findings are mitigated
Manual Mode	Preview and manually trigger tickets for QA or one-off remediation cycles

🛠 Common Use Cases

Scenario	Example Rule
Responding to weaponized vulnerabilities	`severity = Critical AND nucleus_exploited = true` → Create Jira ticket
Segmenting ticket queues by team	`asset.tag = Team:Cloud` → Assign to `cloud-remediation` project
Reducing noise from dev environments	`asset.hostname contains 'staging'` → Exclude from ticketing
Aligning to SLAs	`due_date < today` → Set priority = High in ticketing platform

🎯 VM Maturity Alignment

Maturity Stage	Ticketing Impact
Remediate	Turns risk insights into action at scale
Measure	Supports tracking MTTR, SLA performance, and audit compliance
Advance	Enables continuous, auto-prioritized feedback loops across teams

🚀 Your Next Step

Create your first ticketing rule:

Set up your ticketing connector under Integration Hub > Connector Setup
1. If you use Servicenow: check out one of our Snow Apps: Nucleus App
Go to Automation > Ticketing > Add Rule
Set a rule like:
- severity = Critical AND nucleus_exploited = true
Click Run Manually to preview the tickets, or wait for the next data ingest to trigger the rule

🔗 Helpful Links

💬 Still Have Questions?

We’re here to help—from connector setup to ticket workflow design.
📧 [email protected]